Front Desk Clerk

Sonesta Hotels; Baltimore (MD); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Plan with Company Match

Paid Vacation & Sick Time

Paid Parental Leave

Life Insurance

Hotel Discounts

Job summary

Sonesta International Hotels is seeking a Guest Services Agent to be the primary front desk contact, delivering Sonesta Service and managing guest interactions. You’ll register guests, handle inquiries, process transactions, and support reservations while upholding brand standards.

The role requires English fluency, customer service experience, and flexibility to work mornings, evenings, weekends, and holidays. Health and team perks accompany the position.

Qualifications

• High School diploma or equivalent.
• 1 year hotel or retail customer service preferred.
• Background in extended stay industry preferred.
• Fluent English; other languages beneficial.
• Strong verbal and written communication skills.
• Math skills including basic math, budgeting, and P&L concepts preferred.
• Problem solving, motivation, organization and training abilities preferred.
• Experience with Microsoft Office and Opera systems preferred.
• ServSafe certification may be required.
• TIPS certification may be required.
• Valid driver’s license required.
• Frequent standing, bending, lifting up to 50 pounds, and shift work.

Responsibilities

• Register guests, issue keys, and provide information on services and locations.
• Answer phones promptly and courteously.
• Process cash/credit transactions and related reports.
• Maintain security of cash, transactions, and guest information.
• May book reservations and upsell rooms.
• Support seasonal reservation strategy and pricing.
• Collaborate with shifts and departments to ensure service quality.
• Assist with shoppe services and alcohol service following laws.

Skills

Customer service

Communication

English fluency

Math skills

Problem solving

Organization

Training abilities

Education

High school diploma

Tools

Opera systems

Microsoft Office

Job description

We’re People People. Are you?

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.

But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The GSA is first point of contact and therefore represents the brand as all guests enter the hotel.

What you’ll be doing

• Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.

• Register guests, issue room keys, and provide information on hotel services and room location. Answer phones in a prompt and courteous manner.

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/ securing assigned bank.

• Responsible to maintain the security of cash, credit card transactions, and guest information.

• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. Up-sell rooms where possible to maximize revenue.

• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

• Service the shoppe and the pour by ensuring guests receive the service and products offered by the hotel. Follow all local laws with regard to alcoholic beverage sales.

• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.

• Issue, control and release guest safe-deposit boxes.

• Comply with federal, state and local laws regarding health, safety, and alcohol services.

• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS :

• High School diploma or equivalent required.

• One year of previous hotel experience, or retail customer service preferred.

• Previous background from the extended stay industry preferred.

• Ability to speak, read, and write fluent English; other languages beneficial.

• Professional verbal and written communication skills.

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.

• Problem solving, reasoning, motivating, organizational and training abilities preferred.

• Experience with Microsoft Office and Opera systems preferred.

• Will be required to obtain a ServSafe certification.

• May be required to obtain a TIPS certification.

• Valid driver’s license required.

• Frequently standing up, bending, climbing, kneeling, and moving about the facility.

• Carrying, lifting or pulling items weighing up to 50 pounds.

• Frequently handling objects and equipment.

• Standing for extended periods of time.

• Will be required to work mornings, evening, weekends, and holidays.

Anticipated Pay Range & Additional Job Information

N/A

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here’s a snapshot of what we offer:

• Medical, Dental & Vision Insurance

• Health Savings Account (HSA) with Company Match

• 401(k) Retirement Plan with Company Match

• Paid Vacation & Sick Time

• Paid Parental Leave

• Company-Paid Life Insurance

• Company-Paid Short-Term & Long-Term Disability

• Hospital Indemnity, Critical Illness & Accident Insurance

• Educational Assistance

• Sonesta Hotel Discounts (yes, you’ll want to use these )

• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.